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A Transformation Leader for Customer Contact Operations

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerExperience Full time €60,000 - €80,000
Job Title: Project Manager

A highly capable and results-driven professional is sought to lead strategic transformation initiatives across customer contact operations.

The ideal candidate will have a strong understanding of contact centre technologies, demonstrable change management experience, and excellent stakeholder and vendor management skills.

They will be able to develop and manage project plans, budgets, and resources, identify risks, dependencies, and deliver effective mitigation strategies.

Additionally, they will support change management through workshops, training, and communications, and track milestones, KPIs, and benefits realisation to ensure measurable outcomes.

This role requires the ability to translate business needs into structured delivery plans, have a strong analytical mindset with a focus on customer experience outcomes, and hands-on experience with Amazon Connect or similar cloud platforms.

Responsibilities
  • Lead end-to-end delivery of contact centre transformation projects.
  • Develop and manage project plans, budgets, and resources.
  • Collaborate with stakeholders across Customer Operations, IT, Product, and Finance, alongside external vendors.
  • Identify risks, dependencies, and deliver effective mitigation strategies.
  • Support change management through workshops, training, and communications.
  • Track milestones, KPIs, and benefits realisation to ensure measurable outcomes.
Requirements
  • Strong understanding of contact centre technologies.
  • Demonstrable change management experience.
  • Excellent stakeholder and vendor management skills.
  • Proven track record in both agile and waterfall methodologies.
  • Ability to translate business needs into structured delivery plans.
  • Strong analytical mindset with a focus on customer experience outcomes.
  • Hands-on experience with Amazon Connect or similar cloud platforms.
  • Knowledge of the airline or travel industry.
  • Professional certifications (PRINCE2, PMP, Agile).
Why Work With Us?
  • An opportunity to join a fast-growing company.
  • Options for career advancement.
  • Learning and development opportunities.
  • Flexible working environment.
  • Competitive salaries based on experience.
Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees.